Sr Tech Support Engineer MI -2
$91,000,000–$99,985,600 year
RemoteUnited States
Job Summary
Remotely troubleshoot and resolve Synapse product issues for HCUS customers, including assessing monitor alarms and handling third-party hardware, software, and network problems. Collaborate with peers and leads to solve complex technical challenges, document interactions, and promote cases as Knowledge Base articles. Strictly follow the TAC escalation process to move unresolved cases to senior engineers while maintaining accurate documentation and case workloads. Monitor TAC phone system status boards and adhere to FDA and ISO 13485 regulatory compliance standards. Work outside normal business hours, including weekends, holidays, and on-call rotations, with occasional overnight travel up to 10%.
Required Qualifications
- Bachelor's Degree, Trade School Certification (Industry related), or Industry Experience Equivalent
- One or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred)
- Knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle
- Superior communication and interpersonal skills, excellent phone manner
- Ability to achieve results and meet goals in a fast-paced, team environment
- Ability to make independent decisions based on interpretation of technology data and product knowledge
- Excellent organizational and multi-tasking skills
- Knowledge of Linux Architecture
- Experience using PostgreSQL
- Working outside of normal business hours, overtime, holidays, and participation in an on-call rotation are required to cover the needs of the business
- Some short notice overnight travel, based on the needs of the business, to work on customer systems
- Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures
- Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards
- Occasional (up to 10%) travel may be required based on business need
- In the event that COVID-19 vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption
- Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements
- For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption
Desired Qualifications
- FUJIFILM Synapse Administration experience
- Knowledge with Synapse application front end
- Knowledge of Synapse workflows and their implementations
- Experience with clinical data transfer protocols and interfaces (HL7 and DICOM)
- Working knowledge of medical informatics architecture (VMware and Storage Solutions)
- Security Certifications (Security + or higher)
- Experience managing RHEL6, RHEL7 servers or its downstream server distributions (CentOS, Oracle Linux, Scientific Linux)
- Experience with Shell Scripting in BASH or Python
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